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Online Member Guide

Welcome to Blue Cross Blue Shield of Arizona! We are happy to have you as a member and want to help you get the healthcare you need. You will find that we have a friendly, helpful service team. We work to help you and your family with the choices and care you need to stay healthy.

This online guide will help you learn how your health plan works and how to get the most out of your healthcare. We are here to help make this easy and help you with any questions you have.


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Choosing a BCBSAZ Doctor

It is always a good idea to check if a doctor, hospital or other facility is part of the BCBSAZ network before you see them.

Ways to find a doctor:

  • Visit the online provider directory
  • Or call the number on the back of your BCBSAZ ID card for help locating a doctor or hospital or to have a printed Provider Directory mailed to you
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Nurse on Call

Members can get non-emergency health questions answered from registered nurses through Nurse On Call service.* Nurses are on hand 24/7 to answer your health questions and help you:

  • Go over any symptoms you’re having
  • Let you know if your issue needs care right away
  • Take care of minor illnesses and injuries
  • Learn more about lab tests and drugs your doctor orders
  • Review preventive care
  • Get ready for doctor visits

These skilled nurses speak many languages and can help you by phone or online. Chat with a nurse any time knowing your conversation is secure and private.

To reach a nurse:

*In an emergency, always dial 911

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Preventive Care

Today, more people and their doctors are focusing on staying well – not just treating a sickness. A healthy life includes good preventive care. Things like regular health exams, shots, cancer screenings and health counseling all may help you avoid disease, catch health issues early and live more fully. Your doctor will know the right type and time for preventive care you need.

Routine or non-emergency care means seeing your doctor on a normal basis for:

  • A scheduled doctor visit to talk about a non-emergency health issue
    • Minor sickness
    • Minor injuries
  • Treatment if you have a disease to keep it from getting worse
    • Routine care for someone who has a health problem like high blood pressure can mean more visits to the doctor each year to keep your health in check. It may also include lab tests.

 

For more preventive care support and recommendations:

  • Log into your BlueNet account and visit the Health and Wellness tab
  • Then choose the Health Recommendations for access to the Preventive Health and Wellness Guide
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Urgent Care

You can visit an urgent care center when you don’t have an emergency but you need medical care right away and your regular doctor is not available.* Going to urgent care instead of an ER can also save you money. If you are an HMO Plan member, make sure you go to an in-network urgent care to be sure your care is covered.

At urgent care centers you:

  • Don’t need an appointment
  • Can get X-rays, lab work, meds and other care
  • Get care for things like:
    • Allergies
    • Bronchitis
    • Colds and flu
    • Ear infections
    • Minor burns
    • Minor cuts
    • Sore throat
    • Sprains
    • Strains
    • Breathing illness
    • Upset stomach
    • Other common non-life-threatening sickness

To know if urgent care is right for you:

Call Nurse On Call 24/7 at (866) 422-2729.

*In an emergency, always dial 911

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Emergency Care

It's helpful to always know your nearest Emergency Room (ER) before you need it.

To find the nearest in-network ER:

  • Call customer service at (602) 864-4400, (800) 232-2345, ext. 4400, or the number on the back of your BCBSAZ ID card
  • Visit the online provider directory and search by “Hospitals and Facilities”
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Hospital Stays

To get the most from your health plan for a planned hospital stay—with the lowest out-of-pocket cost—follow these steps.

1. Make sure your hospital and doctors are in the BCBSAZ network. 

To save money, find out if your hospital and doctors are in our network. Because most hospital care often comes from more than one doctor, for example a surgeon and an anesthesiologist, it’s good to know which are in the network.

To know if your hospital and doctors are in-network:

Check the online provider directory or call BCBSAZ customer service at (602) 864-4115.

Why out-of-network healthcare professionals often cost more:

Out-of-network healthcare professionals are not bound to accept the amount BCBSAZ allows its in-network providers to charge for care. When you see someone out-of-network, you will still owe the difference between the amount they charge and the amount BCBSAZ allows. This is called a “balance bill” (i.e., you’re being billed the balance due over what BCBSAZ will cover), and it can be expensive.

Note: HMO members must use in-network doctors to be covered, except in an emergency.

2. Use the hospital comparison tool:

Log into your BlueNet account to:

  • Access the Hospital Quality Comparison Tool
  • Get hospital details such as:
    • Location
    • Type of facilities
  • Compare costs of procedures

3. Meet with your doctor to coordinate care and prepare for your stay 

For many planned hospital stays, there are a lot of things to consider in advance. Your doctor can help you be better prepared for your visit.